Service Delivery Expert

hace 4 semanas

Ciudad de México, Ciudad de México Edenred Italia S.r.l. A tiempo completo
Service Delivery Expert

Are you looking for a challenging role that will allow you to make a real impact on a global scale? Look no further than this Service Delivery Expert position at Edenred Italia S.r.l.

We are seeking a highly skilled and experienced Service Delivery Expert to join our team in Bucharest, Romania. As a Service Delivery Expert, you will be responsible for overseeing key functions within our IT department, ensuring the delivery of high-quality services to end-users, and implementing Service Support and Service Delivery processes to meet business needs.

Main Responsibilities

  • Manage, mature, and modernize service delivery for remote and geographically dispersed users.
  • Ensure proper execution of all Service Management processes, including Incident Management, Problem Management, Change Management, and Configuration Management.
  • Make technical/professional recommendations that have a perceptible impact on business performance.
  • Provide appropriate reporting and data to stakeholders to highlight the stability of our Global IT Systems.
  • Participate in Local and Global governance to present information and ensure feedback is received from stakeholders and applied to Service Management processes.
  • Work collaboratively with technical teams from Global Technology and local Business Units to ensure adherence to Global Service Management Processes.
  • Lead Critical/Major Incidents, managing crisis calls and ensuring services are recovered as soon as possible to minimize business impact.
  • Conduct Root Cause Analysis meetings with technical teams, identify, and provide recommendations to prevent incidents from recurring.
  • Follow-up on Problem Management recommendations with internal stakeholders to ensure proper completion.
  • Review Change Requests to ensure changes are logged correctly in the system, appropriately assessed, and executed according to the agreed timeframe.
  • Host the Change Advisory Board for a specific scope/region and ensure Change Management compliance.
  • Conduct post-reviews for failed Changes, align required actions to prevent recurrences, and follow-up with stakeholders to ensure completion.

What We Offer

  • A challenging role that will allow you to make a real impact on a global scale.
  • A collaborative and dynamic work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • The chance to work with the newest technologies.
  • A pleasant working environment in the heart of Bucharest.
  • Meal tickets, holiday vouchers, health subscription, flexible hours, work from home, flexible benefits system, on-the-job training & e-learning platforms.

Requirements

  • Bachelor degree in Telecommunication Engineering/Computer Science/Electronics or equivalent.
  • At least 5 years of experience working within Service Delivery in an IT or Telecom environment.
  • At least 2 years of hands-on experience with Incident, Problem, and Change Management processes.
  • Excellent communication ability in English; German language knowledge is nice to have.
  • Appropriate Stakeholder management skills.
  • Excellent written and verbal communication skills.
  • Excellent customer facing/customer service skills.
  • Able to work under pressure and meet deadlines.
  • Able to demonstrate a high degree of flexibility including shift and out of hours working.
  • Excellent organizational skills.
  • Self-motivation and able to take responsibility.
  • Able to manage and prioritize tasks and time efficiently.
  • Able to demonstrate initiative and a proactive approach to daily tasks.
  • Ability to present technical information in a common language.
  • ITIL or similar framework knowledge. (Certification is a plus).
  • Basic IT Infrastructure Knowledge.

Join Our Team

We are a dynamic and innovative company that is passionate about delivering exceptional service to our customers. If you are a motivated and experienced professional who is looking for a new challenge, we would love to hear from you.

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